Customer Success Consultant
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Job Description
Customer Success Consultant supporting Southeast Asian institutions with Clarivate research, analytics, workflow, and data solutions. Driving presales, onboarding, adoption, retention, and growth across regional customers.
Responsibilities:
- Support customers and prospects across Southeast Asia throughout the customer lifecycle
- Partner with sales teams to identify and qualify prospective customers, uncover institutional needs, shape opportunities, and demonstrate relevant solutions
- Support customer onboarding, adoption, value realization, retention, and growth after purchase
- Translate institutional priorities into effective use of Clarivate data, analytics, workflow solutions, and services
- Map stakeholders, uncover goals and challenges, and develop customer-needs-based opportunities
- Lead consultative discovery and create solution narratives, tailored demonstrations, workshops, and proof-of-value activities
- Contribute domain expertise to account planning, proposals, tenders, business cases, competitive positioning, and renewal defense
- Lead or coordinate onboarding, define success criteria, and establish enablement plans and adoption milestones
- Develop success plans and drive adoption through consultations, training, workflow guidance, and targeted engagement
- Monitor customer health, identify risks, and coordinate recovery actions
- Conduct value conversations and business reviews
- Partner with account teams on renewal readiness, retention risk, expansion opportunities, and customer advocacy
- Maintain accurate records in designated systems
- Build relationships across Southeast Asia and support webinars, workshops, conferences, customer communities, and strategic engagements
- Travel regionally as business needs require
Requirements:
- Bachelor's degree or equivalent professional experience
- Postgraduate study in a research-related, information, analytics, public policy, or business discipline is an advantage
- Relevant experience in customer success, solution consulting, presales, account management, research services, consulting, training, or a similar customer-facing role
- Demonstrated knowledge of universities, research institutions, government agencies, or public research organizations in Malaysia and/or Southeast Asia
- Strong written and spoken English
- Proficiency in a Southeast Asian language is highly desirable
- Willingness and ability to travel regionally as business needs require
- Consultative discovery and solutioning skills
- Strong presentation, demonstration, training, and workshop facilitation skills
- Understanding of the research lifecycle and institutional priorities
- Ability to manage a regional customer portfolio and coordinate across sales, product, support, and service teams
- Confidence using CRM, customer-success, usage-analytics, and collaboration tools
Benefits:
- Regional travel based on business needs
- Full-time position with core business hours in the employee’s time zone
- Flexibility to support customers and colleagues across regional and global time zones
- Equal employment opportunities and non-discrimination
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